The impact of voice characteristics on user response in an interactive voice response system
Evans, Rochelle E.
Master of Arts
System voice within interactive voice response systems (IVRs) was investigated. Specifically, users were randomly assigned a system voice personality (upbeat, professional, and sympathetic) and voice gender (male and female) when completing a health survey over IVR. Disclosure rates were not affected by the type of voice heard, nor did they differ by user gender. Additionally, disclosure was higher on the IVR version of the health survey than on a web-based version, further recognizing the privacy offered by IVRs.
Speech communication; Psychology; Experimental